We are currently recruiting for Operations Administrator to work with Customer Contact Centre’s Department.
The role is responsible of ensuring efficient administrative operations of real time management, scheduling and planning. Ensure WFM tool is up to date to capture real time data and stats. Ownership of the floor-to-manager site performance of deliverable KPl’s.
Operational Accountabilities Include
- Create and maintain segments on each agent profile relating to attendance, shifts preferences, any planned trainings or meetings or breaks and update this segment entry in the WFM so that the official schedule is populated with the most current and accurate schedule exceptions.
- Coordinate the distribution of the various weekly and monthly agents' roasters and administer the shift trades workflows.
- Keep track of agents' attendance, agents' annual leaves, breaks, sick leaves, etc and generate and/or verify agents' productivity reports.
- Real time steering and skilling of Customer Service Agents (CSA) driven by the real time trends to meet defined performance targets daily (Service levels, abandoned percentage, average handling time, Occupancy, Average speed of answer and queue accessibility) and achieve performance consistency based on business requirements.
- Real-time resource for voice and non-voice tasks for efficient resource optimization and blending. Manage non-voice queue maintaining productivity and service level goals.
- Identify intraday trends as they develop and recommend the impact on resources and KPls to the business units.
- Balance service delivery along with site occupancy.
- Acts as an interface between site internal departments as well as to other QR CCC locations and HO.
- Break optimization and re-scheduling of daily exceptions to meet scheduling requirements.
- Convert information provided by management team about internal and external service impacting activities to utilize real-time resource adjustments.
- Report and highlight aberration against any KPl’s on real time, through reporting and escalation matrix.
- Tracking daily attendance for the centre along with reporting late logins.
- Maintain real time management information dashboards.
- Real time and Adhoc report showcasing real time performance, shrinkage and trends.
- Regularly analyze data and provide insight to scheduling and planning team to optimize performance and productivity.
- Coordinate with IT related to any Contact centre application or call related incident.
- Monitor overall office adherence to work schedule to improve availability to customers and alert supervisors of schedule non-adherence in real-time.
- Handle agents daily break schedule, schedule swaps and during low-call volume work with supervisors to request agents to leave early or allocate resources to alternative tasks ID creation, skill reconciliation, maintenance of skill matrix.
- Act as a local operational representative for TEC (Telephonic Emergency Centre).
- Perform other department duties related to his/her position as directed by the Head of the Department.
Qualifications
The successful candidate will have the following qualifications and skills:
- Bachelor’s Degree or Equivalent with minimum of 1 year job related experience or high school qualification with minimum 2 years job related experience.
- Knowledge in Customer Contact Centre Operations Management.
- Strong MS Office and reporting experience.
- Ability to analyze the performance data and statistics
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination.
Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
